Scenario:

Based on your personal professional experience on a company you worked at (IDEAL) or based on primary and secondary research on a company you would like to work at, you must conduct a critical analysis in which you identify and evaluate existing quality management practices within the organisation in question. Your analysis must define how the company perceives quality, their inspection and assurance processes, the ways in which the company measures quality (including specific quality KPIS), and any customer and/or employee consultation methods. Your analysis should also highlight recommendations on how the company in question can improve its quality management practices.

Contents

1. Introduction………………………………………………………………………………………………………….. 2
2. Selected Company Background………………………………………………………………………………… 2
3. Understand the different approaches to quality management appropriate to commercial operations       2
4. Discuss definitions of quality in terms of business and services provision………………………. 2
5. Illustrate the processes of inspection and assurance…………………………………………………. 2
6. Discuss a range of approaches to quality management………………………………………………. 2
7. Explain the similarities and differences between the different methods……………………….. 2
8. Understand a range of quality controls and how service to the customer can be improved.. 3
9. Explain how quality management can be measured………………………………………………….. 3
10. Evaluate the benefit of user and non-user surveys in determining customer needs………… 3
11. List the methods of consultation employed in one quality scheme to encourage participation by under-represented groups…………………………………………………………………………………………………………………….. 3
12. Identify the value of complaints procedures and analyse how they may be used to improve quality          3
13. Conclusion and Recommendations……………………………………………………………………………. 4
14. Harvard References…………………………………………………………………………………………….. 4
15. Appendix………………………………………………………………………………………………………….. 4

 

ASSIGNMENT OUTLINE

I.                   Executive Summary

(Not included in the word count)

i.      Purpose of the assignment

ii.      What you have done

II.               Selected Company Background

(+/- 100 words)

 

                                                               i.      Relevant Information about the company

1. Type of company, size, number of branches, financial figures (last year’s sales, profits), number of employees, presence?

                                                             ii.      Quality certificates and awards. (If none, should they aspire for one?)

                                                            iii.      What quality standards does the company  have

1. Quality Achievements
2. ISO, BSI, Industry specific recognitions

III.            Understand the different approaches to quality management appropriate to commercial operations

(+/- 300 words)

a.      Discuss definitions of quality in terms of business and services provision

Definition of quality – How does the organisation define quality?
What are the quality dimensions that the company uses to measure the quality of their products or services?

b.     Illustrate the processes of inspection and assurance

What is the process of inspection and assurance in the company?

c.      Discuss a range of approaches to quality management

 

d.     Explain the similarities and differences between the different methods

IV.             Understand a range of quality controls and how service to the customer can be improved

(+/- 300 words)

 

a.       Explain how quality management can be measured

 

i.      Identify which specific KPIs –  Key Performance Indicators – does the company use to measure quality

ii.      Link KPIs to the dimensions of quality specified in section III.a

 

b.      Evaluate the benefit of user and non-user surveys in determining customer needs

 

                                          i.    Customer consultation methods – i.e. Customer Survey? Focus Group?

                                         ii.    Employee Consultation method? – Employee Satisfaction Survey?

                                        iii.    What kind of surveys does the company use? Give an example, where possible/applicable, of the customer satisfaction surveys they use. Include a sample of a ‘real’ survey used by the company in the appendix.

                                        iv.    Survey analysis – VALIDITY & RELIABILITY

 

c.       List the methods of consultation employed in one quality scheme to encourage participation by under-represented groups

d.      Identify the value of complaints procedures and analyse how they may be used to improve quality

V.                Conclusion and Recommendations

(+/- 200 words)

 

                                                              i.      List of SPECIFIC, ACTIONABLE, AND RELEVANT bullets points to improve quality management practices in the company

                                                            ii.      Link each recommendation to a KPI, either one you identified already or a new one.

                                                          iii.      Which specific quality management processes or tools should the company use or company improve on?

 

VI.             Harvard References

(not included in the word count)

Sower, V.E. 2010. Essential Quality with Cases and Experiential Exercises. Wiley & Sons. London

 

Etc

 

• 3 books
• 5 journal articles
• 5 web sources
• + Interviews & field observation carried out the outings.

 

VII.         Appendix

(Not included in the word count)

Sample of surveys used by the company.

Any other relevant supportive material